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House of Fraser makes promotions within customer team

Thursday February 25th 2016

House of Fraser has promoted two executives within its customer team.

Sarah Baillie has been appointed as director of digital product after working as head of digital product management for the last eight months. Her new position will see her take responsibility for the digital product management, project office and customer experience team.

She will succeed Mark Madden who carried out the role on a temporary basis while he mentored Baillie for the position. Madden also helped to establish the retailer’s operational model for the digital product team and worked on the ongoing development of the web platform.

In a second promotion, Maddie Melson has moved from her role as head of customer insight to the newly created role of director of customer insight. She will lead the department store’s customer first initiative which was developed as part House of Fraser’s recent restructuring. This aims to put the customer at the “heart of all decision making.”

Andy Harding, House of Fraser chief customer officer, said: "We are delighted to announce the promotions of Sarah and Maddie.

"They are key members of our customer team, created in 2015 as part of our pioneering restructure. We wish them both the very best in their new roles. I would also like to take this opportunity to thank Mark for the huge contribution that he has made to the business in the six months that he has been here. We wish him our best for his future endeavours."